IMPROVE THE SUCCESS OF SERVICE BY ADOPTING A NOVEL EXPERIENCE FEEDBACK ORIENTED SERVICE ENGINEERING PROCESS

摘要

In recent years, human-centered innovation has become a main stream of service science while the perspective on the success of service is highly in accordance with user satisfaction to service rather than functional performance of service. Although various theoretical models and processes for system engineering are increasingly adopted in service practices, they are in common lack of implementing user-centered design. In addition, an emerging methodology called Living Lab emphasizes the concept of user co-creation, however the existing Living Lab approaches provide less experience feedback which plays a critical role of achieving user-centered innovation. To solve this problem, we not only refer to several contemporary system development processes as well as user-centered design approaches but also leverage the spirits of experience feedback for Living Lab, and thus design a novel Experience Feedback oriented Service Engineering Process (EFoSEP) composed of 14 stepwise modules in 5 phases. Our proposed EFoSEP provides a systematic scheme not only beneficial to user experience feedback in Living Labs systems but also indicating a valuable research direction to Service Science, Management and Engineering.